Main purpose of job:
As Service Assurance Team Leader you will be responsible for leading a team of Service Desk Analysts through all aspects of operational activities and service obligations to our wholesale partners. You will own and develop the team’s training and risk management plans incorporating ongoing coaching & development across all team members.
The Service Assurance Team Leader will be responsible for daily reporting on workflow performance and service issues while coordinating a weekly resource plan to maintain service levels.
Key Result Areas:
* Providing Service Desk Analysts with day to day support across all Service Operations queries and operational tasks, ensuring process adherence.
* Ensure all tasks are allocated to an owner and worked / completed within agreed OLAs or SLAs.
* Support the Service Desk with all daily activities acting as supportive resource to manage workflow peaks to safeguard operational KPI’s and SLA’s.
* Collaborate with Service Ops Jeopardy Lead to drive technical support between Service Operations, field engineer resource and Network / NOC specialists.
* Own and maintain Service Ops training matrix for new and existing team members to maximise capability within the team ensuring process adherence.
* Act as the voice of the customer to drive customer centric interactions which drive CSAT and service levels.
* Conduct quality assurance checks to ensure service quality and identify coaching needs in line with the Service Ops Training and Skill Matrix.
* Monitor all contact channels to ensure daily delivery of call SLAs and PCA levels.
* Track and monitor performance across ‘on the day’ issues that would otherwise prevent successful completion of tasks while working in close collaboration with Service Operations Jeopardy Lead.
* Support and coach Service Desk Analysts to efficiently and accurately manage service incidents / escalations and service assurance tasks to a successful outcome in a professional and timely manner
* Own and manage Wholesale and General Public complaints from the initial contact through to a positive resolution in-line with Freedom Fibre KPI’s and values.
* Embracing continuous improvement (CI) supporting the organisation with installation problem solving.
* Being part of an on-call rota providing industry leading emergency response for network / customer - issues / faults should and when required.
Personal Spec Essential:
Relevant experience
* Experienced at working within a service desk environment
* Excellent understanding of network provisioning
* Incident/Change Management
* Problem Solving
* Good working knowledge of Microsoft Office packages including Word, Excel and PowerPoint
* Experience and knowledge of FTTP installations.
* Knowledge of PIA – duct and / or pole installations which will help with successful activations
* Knowledge of the OR Network
Aptitude, skills and abilities
* Experience supervising a team of Service Desk Analysts
* Focused on Coaching and Developing
* Creating a culture of continuous improvement across the Service Desk community in terms of skills and knowledge
* Professional at all times
* The ability to work under pressure
Personal attributes
* Customer driven
* Team player
* People skills
* Motivated
* Willing to get involved and be hands on when needed
Desirable:
Qualifications
* ITIL foundation certification
Freedom Fibre recognise the service provided by recruitment agencies and as such have a Preferred 2nd tier Supplier List, with whom terms of business have been agreed. Only suppliers who have signed up to these terms can place candidates with Freedom Fibre and will receive instruction directly from us to do so. Freedom Fibre is therefore unable to consider speculative CV's or proposals from any other third party and any speculative CV's or proposals being sent into the organisation will be treated as gifts.
As such, Freedom Fibre reserves the right to directly contact any candidates who have been speculatively submitted by a third party and shall therefore not be liable for any fees whatsoever should it choose to engage the candidate’s services. Furthermore, speculative submission of candidate CV's does not establish a right of representation should the same candidate’s details also be submitted by a Freedom Fibre Preferred 2nd tier Supplier or independently by the candidate themselves.
Submission of any unsolicited CV's and proposals to Freedom Fibre will be deemed evidence of full and unlimited acceptance of these terms and agreement that these terms are the totality of any commercial or contractual relationship whatsoever in respect of the candidate(s) whose unsolicited CV's were sent.
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